Support Policy

Last Updated: July, 2025

At THCPanel – The Hope Crystal SMM Panel, customer satisfaction is our top priority. This Support Policy outlines how we provide help and resolve issues for our users.

1. Support Hours

Our support team is available 24/7, including weekends and holidays.

2. Supported Channels

We provide support through the following official channels:

• Live Chat (via the website)

• Email: support@thcpanel.com

• Support Tickets: Submit from your dashboard

3. Response Time

We aim to respond to all inquiries within:

• Live Chat: Instant to 10 minutes

• Support Tickets & Email: Within 1–6 hours (depending on priority)

4. What We Support

We offer help with:

• Account login or access issues

• Payment & transaction concerns

• Order-related problems (delays, failures, etc.)

• General usage questions

• API integration guidance

5. What We Don’t Support

Our team does not provide:

• Marketing strategy advice or account management for your social platforms

• Support for third-party services or panels

• Revisions for completed successful orders

• Refunds without valid reason (as per our Refund Policy)

6. Abuse of Support

We have a zero-tolerance policy for:

• Abusive language

• Repeated ticket spamming

• False claims or fraud

Violators may face account suspension or termination without prior notice.

7. Changes to Policy

This policy may be updated periodically. Users will be notified via email or dashboard alerts.